Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace.
Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service.
We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.
At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
About the Role:
Aircall has evolved from a business phone system into an AI-powered customer communications platform. As the Director of Product Marketing and Customer Marketing, you will lead the strategy that defines, launches, and drives adoption of Aircall’s core portfolio and AI portfolio—including AI Voice Agent, AI Assist, AI Assist Pro, and emerging AI innovations.
You will own how Aircall tells its story in the market and how we activate and expand that story across our customer base. This role bridges product, marketing, and customer success to drive pipeline, adoption, expansion, and advocacy globally.
Key Responsibilities:
- Product Positioning and Narrative
- Define a unified platform story that elevates Aircall from telephony to AI-driven customer communications and intelligence.
- Build customer-centric messaging and value propositions across segments and use cases, quantifying outcomes like time saved, faster resolution, and revenue lift.
- Translate technical AI features into clear, compelling business value that resonates with non-technical buyers.
- Collaborate with Product Management to ensure roadmap priorities align with market needs and customer outcomes.
- Go-to-Market and Launch Strategy
- Lead end-to-end GTM for all new products, features, and multi-SKU bundles—especially within the AI portfolio.
- Develop market intelligence on competitors, trends, and customer pain points to inform positioning and packaging.
- Partner with Product, Finance, and Sales to design pricing and packaging strategies that drive AI attach, ARPU growth, and NRR.
- Build GTM playbooks and repeatable launch frameworks for global execution and localization.
- Sales Enablement and Field Readiness
- Equip GTM teams with tools to win: pitch decks, demo scripts, ROI calculators, objection handling, and competitive battle cards.
- Partner with RevOps and Sales Leadership to align messaging, ensure readiness, and track adoption of enablement materials.
- Drive higher AI attach and conversion rates by aligning PMM insights with sales motions and partner channels.
- Customer Marketing and Lifecycle Growth
- Lead lifecycle and customer expansion programs to increase adoption and usage of AI products.
- Deploy personalized, multi-channel campaigns across industries, segments, and product tiers to drive retention and expansion.
- Partner with Customer Success to operationalize multi-SKU playbooks for upsell and cross-sell.
- Establish consistent lifecycle communications, including onboarding, activation, usage, and renewal campaigns tied to measurable KPIs.
- Advocacy, Community, and Voice of the Customer
- Build and manage a world-class advocacy engine, including case studies, testimonials, third-party reviews (G2, Trustpilot), and reference programs.
- Partner with Regional Marketing to spotlight customer champions in events, virtual events, and media opportunities.
- Scale Aircall’s Customer Advisory Board to shape our roadmap and foster belonging.
- Own Voice of the Customer programs (NPS, surveys, interviews) and bring insights to Product and Marketing to inform roadmap and messaging.
- Insights, Data, and Analytics
- Develop market and customer intelligence frameworks that measure adoption, retention, and advocacy outcomes.
- Track key lifecycle KPIs—AI attach, activation, product usage, NRR, and churn—to guide strategy and resource allocation.
- Leverage quantitative and qualitative insights to optimize campaigns and drive measurable improvements in customer health and expansion.
- Team Leadership and Cross-Functional Collaboration
- Lead and mentor high-performing teams across Product Marketing and Customer Marketing.
- Build a culture of partnership across Product, Sales, CS, RevOps, and Brand, ensuring consistent narratives pre- and post-sale.
- Scale global processes, launch standards, and enablement systems for efficiency and impact.
- Represent both PMM and Customer Marketing in GTM planning, Product Reviews, and strategic business discussions.
Qualifications:
- 8+ years in B2B SaaS Product or Customer Marketing, with 3+ years leading teams.
- Proven success in repositioning or scaling a product portfolio, ideally with AI or automation capabilities.
- Strong storytelling, messaging, and enablement experience for both acquisition and expansion.
- Deep lifecycle and retention marketing experience, with measurable impact on adoption and NRR.
- Data-driven mindset, fluent in funnel, usage, and lifecycle analytics.
- Skilled cross-functional leader, comfortable influencing Product, Sales, CS, Finance, and RevOps.
- Bonus: Experience in CX, contact center, or AI-powered communications platforms.
- Familiarity with tools like HubSpot, Gainsight, a plus.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💵 Competitive salary package & equity
🏨 Medical, dental, and vision insurance is 100% covered
📈 401k plan with company matching!
✈️ Unlimited PTO — take the time you need to come to work feeling great!
⭐️ Wellness, internet, and childcare reimbursements
💚 Generous parental leave policy
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.
